IT Support Engineer

In this role you will provide hands-on IT and AV support to internal users, ensuring smooth on- and offboarding, and owning Zoom Rooms in conference spaces. You will manage a range of digital platforms and assist with end-user devices, while collaborating with cross-functional teams on IT projects. The position sits in a fast-growing, mission-driven biotech environment with on-site work four days a week. You will be a key point of contact for VIP staff and contribute to documentation and process improvements. This role offers a chance to shape the IT/AV foundation supporting critical mental health initiatives.

• flexible time off
• parital & reproductive support
• health & medical
• mental health & wellbeing
• financial health

• Manage onboarding and offboarding tasks for Compass users
• Provide full-time end-user support on-site
• Oversee Zoom Rooms AV technology in conference rooms
• Administer digital platforms such as JAMF, Microsoft, and Atlassian products
• Log and resolve service desk tickets
• Troubleshoot IT hardware and software issues
• Collaborate with cross-functional teams on projects
• Support hardware and software for end-user devices
• Set up and support mobile devices
• VIP support for senior staff
• Act as Technician on Duty for US-based conference calls
• Create high-quality AV/IT documentation
• Proactively develop tasks to improve AV/IT systems and processes
• Stay up to date with current technology trends and best practices

• Excellent AV conference room issue resolution with Windows, macOS, and mobile devices
• Strong Zoom and AV technology understanding
• Experience with corporate mobile device provisioning; Intune and JAMF
• Strong knowledge of Office 365 and Microsoft products
• Good working knowledge of AV hardware, especially Logitech and Zoom
• Experience with IT work management/ticketing systems; Jira service desk a plus
• Ability to prioritize workload and provide VIP support
• Strong analytical, project management, and communication skills
• Experience onboarding/offboarding employees
• Proficient handling of digital security threats
• Self-sufficient and capable of working with minimal supervision
• Ability to work independently and in cross-functional teams
• Experience in ITIL environment (requests, incidents, changes)

• strong problem-solving under pressure
• clear written and verbal communication
• proactive and collaborative mindset
• Zoom and Zoom Rooms
• AV hardware (Logitech)
• Windows and macOS support